Service Level Agreement (SLA)
A contract between a service provider and customer specifying expected service quality, response times, and remedies for failures.
Detailed Explanation
Service Level Agreements define measurable service commitments for copier maintenance and support. Typical SLA metrics include: response time (how quickly technicians arrive), resolution time (how fast issues are fixed), uptime percentage (minimum 95-99%), and maximum outage duration. Good SLAs specify: 4-hour response for critical issues, next business day for non-critical, 95%+ uptime guarantee, loaner equipment if repairs exceed 48 hours. SLAs protect businesses from extended downtime that impacts productivity. Premium SLAs offer same-day response, proactive monitoring, preventive maintenance schedules, and guaranteed parts availability. SLAs should include remedies for missed targets: service credits, reduced click charges, or contract termination rights. When evaluating dealers, compare SLA terms carefully - cheap click charges mean nothing if you wait days for repairs. Ask: What response times are guaranteed? Is there a loaner program? What remedies exist for SLA violations? How is uptime measured?
Examples
- 4-hour response for critical issues
- 95% uptime guarantee
- Next business day resolution
- Loaner if down >48 hours
Quick Info
Category
Management
Also Known As